AccountId: 011433970860
ContactId: 5539e9b7-c2d7-4cb3-8f8d-eeb111709b5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131970 ms
Total Talk Time (AGENT): 55277 ms
Total Talk Time (CUSTOMER): 47987 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5539e9b7-c2d7-4cb3-8f8d-eeb111709b5a_20250219T14:18_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I'm calling on behalf of Mount Sinai. We have a patient schedule and I'm trying to verify, uh, benefits for hospital outpatient.
[AGENT][POSITIVE] Can I get your name again and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII], and it shall be for my last name.
[AGENT][NEUTRAL] [PII], can I have your callback number and that policy number?
[CUSTOMER][NEUTRAL] Um, member's name?
[AGENT][NEUTRAL] I need your callback number and the policy number of the member.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. Callback number is [PII]. Policy number 971426.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits eligibility, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEGATIVE] Unfortunately, this policy is not active. The policy terminated [PII]. It was active between [PII] until [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, can you search under the name, the patient's name to see if there's any other policy?
[AGENT][NEUTRAL] So in the system once we look up the policy, then if there's another policy when I in the system when I look it up to verify if there's another policy it's gonna show in the system if there's a policy or not. Did you say he had his own policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's under the spouse policy.
[AGENT][NEUTRAL] They don't have another policy here at American Public Life.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.